Fantech Labs’ Post

Transcript

Hey, everyone, Welcome back for another deep dive with us. You know, today we're really tackling something that I think we've all felt at some point, that feeling when you open up a new online form and it's just, you know, daunting. Yeah, absolutely. Like, just dread, pure dread to go work. And we've all been there, right. Especially if you've ever say, applied for a mortgage, especially that. And it just makes you want to give up, right. Like just the the worst timing for that too, exactly when you're already stressed. So Speaking of mortgages, that's what we're diving into today. But it's not just about that. It's really about user centric design and how we can use it to, well, make things better. I love that. Make things better. I like that. Yeah. You know, simplify. Yes, exactly. So our case study today is Newboro, IT, Canadian mortgage company. And get this, they've done over a billion dollars in mortgage volume. Wow. And save their clients millions. That's incredible. But here's the catch. Behind the scenes. Ohh. Their application process was, well, let's just say a little outdated. OK, I'm intrigued. Yeah. Think clunky interfaces, endless fields to fill out the work. I'm getting flashbacks to some of the forms I've seen. Right. It's like stepping back in time. And The thing is, this kind of outdated system, it can really hold a company back. Even one is successful as Newboro. Absolutely. It's like you can have an amazing product, but if the process to get it as painful, people will just give up. Exactly, And that's what was happening with new customers were abandoning their applications left and right. I mean, time is money, right? Especially in real estate. Things move fast. Exactly. So they knew they needed a change. And that's where Fantech Labs comes in. Our tech heroes for the day. Alright, Fantech, let's hear it. Yeah. They swooped in to give Nabura's application process a much needed makeover. A digital makeover. I like it. So where they even start with a problem like that? Well, they knew they couldn't just slap on a fresh coat of paint. Right, this had to be a complete overhaul. Yeah, you gotta address the foundation, right? Exactly. Both the front end, what the customer sees and the back end, the engine that makes it all work, the behind the scenes magic. OK, now we're talking. So how did they tackle this 2 headed beast? Well, that's where things get really interesting. We see they really focused on this idea of, you know, meeting the customer where they are. OK, so that means tackling both the web application, but then also, and this is I think really important, the mobile experience. Yeah, mobile first design, it's like we're practically glued to our phones these days. Exactly. And especially for something like a mortgage application where time is. Of the essence being able to just like quickly check your phone yeah upload a document, sign something that's huge and that's where I think you know that back end magic that we talked about really comes in Ohh yeah tell me more about that. OK so imagine this you're filling out this application right and you get to that part where you need to like prove your income. Ohh yeah in the old days with no girl would be digging through files finding pay stubs, scanning, uploading the worst nightmare, right yeah so Fantech comes in and says OK with the users permission. Of course, we can actually connect directly with your bank. Ohh, wow to verify income that is amazing securely. OK and. Instantly, no more paper chase, just like smooth sailing. That's incredible. But I do have to ask, with all this talk about connecting to bank accounts, what security a concern at all? Definitely a valid question. And to be honest, they actually doubled down on security, especially for those mobile apps, OK, we're talking like biometric logins, top notch data encryption. They understood that you can't have a good user experience without trust. Absolutely, especially when it comes to something as sensitive as your finances people. Need to know that their information is safe and sound. Exactly. So it wasn't just about making things look pretty or even just being convenient. It was about building that trust factor right into the design. That's a really important point. So they're making it easier, more secure. But did all this actually work? So they've got the security, the ease of use, but did it actually work? Did they actually improve things? OK, so remember how no bro, customers used to spend like forever on those applications? Ohh, yeah, it's like a part time job. Well, after the redesign, the time it took to apply got slashed in half. 50% reduction. Wow, that's huge, right? Talk about making a difference. And it's not just about saving time either. Their mobile app usage went through the roof like a 70% increase. OK, so people. Actually like using it enough to switch to their phones. That's really saying something. It really is. And you know what's even better? That customer satisfaction score we were talking about. Ohh. This is the real test. It shot up to 98 percent, 98%. Are you serious? That's almost unheard of. Think about it. Almost every single person who used their new application was happy with it. That's incredible. It really shows you how important it is to just make things easy for people, you know? Exactly. Yeah. They took this thing that used to be a huge pain point for their customers and turned it into a. Competitive advantage? Yeah, who would have thought good design could have that kind of impact? It's not just about good design. It's about empathy. Really understanding your users and what they need. It makes you wonder what other everyday experiences could be improved with this kind of approach. Ohh I think the possibilities are endless. What about healthcare, education, even government services? Imagine that, filing your taxes on an app. That actually makes sense, right? And it's not just about making things look pretty, it's about making them work for people. Couldn't agree more. Well, this has been a fascinating deep dive. I think we can all learn a thing or two from Nabarro's story. Absolutely. Sometimes the simplest solutions, like just making things easier, can be the most effective. So next time you're struggling with a clunky online form, just remember Nabarro. Remember that even the most tedious tasks can be transformed with a little bit of design magic and a whole lot of empathy. And who knows, maybe we'll see a whole wave of. User friendly experiences popping up everywhere, That's what I like to hear. That's all the time we have for today's DEEP dive. Thanks for joining us and we'll catch you next time.